The dealership BDC glossary.

Conversational AI that performs the volume work of a BDC: answering calls, texts and chats, booking and confirming appointments, checking status and running consented outbound, with outcomes written to the CRM and DMS. Full entry →

A statement at the start of an automated call or message that the customer is speaking with an AI or automated system, required by a growing number of state laws. Full entry →

Appointments set divided by opportunities handled in a period. The core BDC conversion metric. Full entry →

The dealership department that owns customer communication: inbound calls, internet leads, texts, chats and outbound follow-up for Sales and Service, measured on appointments set, shown and sold. Full entry →

Calls that disconnect before being answered divided by calls offered. The primary measure of missed phone opportunity. Full entry →

Alpha Drive AI's reporting console: every AI and agent conversation, outcome, sentiment score and integration status per rooftop, with revenue attribution and group roll-ups. Full entry →

Marketing to customers who have not done business with the dealership, often from purchased or third-party lists. Full entry →

The stored basis for contacting a customer: consent type, date, source and channel, attached to the customer record. Full entry →

The customer relationship management system that stores leads, contacts, notes, tasks and follow-up for the sales and BDC teams. VinSolutions, Elead, DealerSocket and ProMax are common in dealerships. Full entry →

Work recommended by a technician or advisor during a visit that the customer chose not to authorize at the time. Full entry →

The dealership's core operating system for accounting, sales, service, parts and customer records. CDK Global, Reynolds & Reynolds, Tekion, Dealertrack, PBS and Autosoft are common DMS platforms. Full entry →

Average revenue per repair order, often reported for customer-pay work and for BDC-booked visits specifically. Full entry →

Identifying existing customers whose vehicle equity or lease position makes a new purchase attractive, then contacting them with an offer. Full entry →

Contacts completed without a transfer, callback or second contact, divided by contacts handled. Full entry →

The service, parts and body shop side of a dealership, as distinct from vehicle sales. Full entry →

A written sequence of contact attempts by channel and timing for a specific lead type, ending when the customer books, buys elsewhere or opts out. Full entry →

A sales inquiry submitted through a website form, third-party listing site, chat or email rather than by phone or in person. Full entry →

The automated phone menu that routes callers by keypad or voice: "press 1 for service." Conversational AI replaces the menu with natural speech and intent detection. Full entry →

The store-specific information an AI agent uses to answer accurately: hours, inventory, pricing rules, incentives, service menu, policies and approved language. Full entry →

Alpha Drive AI's live agent service: trained dealership BDC agents on the same platform as the AI, for overflow, transfers, escalations and promotional outbound. Full entry →

A set appointment where the customer did not arrive, for Sales or Service. Full entry →

A standardized code in the DMS and scheduler for a specific service operation, with a time estimate and pricing attached. Full entry →

A manufacturer safety or compliance repair that has not yet been performed on a specific VIN. Full entry →

A customer's request to stop receiving calls or messages, which must be honored across channels and recorded. Full entry →

A Business Development Center run by an outside company on the dealership's behalf, using the dealership's systems and name. Full entry →

Answering calls that the primary team cannot take because every line is busy or the store is closed. Full entry →

An inbound sales call from a prospective buyer, as opposed to a walk-in or an internet lead. Full entry →

Under the TCPA, a signed written agreement (including electronic signature) in which a consumer clearly authorizes marketing calls or texts using an autodialer or artificial voice to a specified number. Full entry →

The document that records a service visit: customer, vehicle, requested work, operations performed, parts and labor, and charges. Full entry →

A single physical dealership location. Dealer groups count rooftops; vendors often report scale in rooftops or dealerships. Full entry →

The BDC team that turns sales calls, internet leads and unsold showroom traffic into set appointments for the sales floor. Full entry →

An automated rating of the customer's emotional tone during a conversation, used to flag heat cases and coach agents. Full entry →

The dealership employee who greets service customers, writes the repair order, communicates recommendations and status, and closes the visit. Full entry →

The BDC team that answers service calls, books and confirms appointments, checks recalls, arranges loaners, gives RO status and recovers declined and due service. Full entry →

The system that holds advisor and shop capacity and books service appointments against it. Xtime, myKaarma, Tekion Service and Dealer-FX are common schedulers. Full entry →

Appointments that arrive at the dealership divided by appointments set in the same period. Full entry →

Seconds from first ring to a live answer, usually reported as a median and a 90th percentile. Full entry →

The U.S. federal law governing calls and texts to consumers, including consent requirements for automated and artificial-voice calls to mobile phones. Full entry →

Handing a live call to another person along with what has already been said, so the customer does not repeat themselves. Full entry →

Outreach to customers who visited the showroom or engaged with the sales team but did not buy. Full entry →